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Table of Contents
Table of Contents
Tutorial Video
Reading Materials
‘Support customer service improvements’ guide by the National Occupational Standards and the Institute of Customer Service (ICS).
‘Want to Improve Customer Satisfaction? Start with Internal Communication’ webpage on the Survey Monkey website.
‘Customer experience for dummies’, by Roy Barnes and Bob Kelleher, published by Wiley Publishing Inc.
Presentation
Good Practice Example
Interactive Quiz
Evidence Opportunities
Extended Learning
Click on the link and read about common problems that consumers have with service providers from the Citizens Advice website.
Find and read: ‘Monitoring, Measuring, and Managing Customer Service’ by Gary Goodman, published by John Wiley & Sons. Read chapter three ‘Monitoring customer service’. N.B. You should be able to borrow this book from your local library.
Click to read: Chapter four ‘Key problem solving strategies’ in ‘Decision making and problem solving’ by John Adair, published by Kogan Page.
Click to watch this video produced by BNET video and presented by Ed Murzio. The video explains a seven step solution to effective problem solving.
Think And Challenge
